Step 1: Contact Your Account Manager
Inform your Account Manager about your complaint and they will endeavour to resolve it. You may also contact Metrix Connect and direct your complaint to the Complaints Manager.
Complaints Handling
Customer Complaints Brochure
How Metrix Connect handles your complaints.
Metrix Connect is committed to providing industry-leading service to all our clients. This includes resolving any complaints in an efficient and timely manner.
How to Make a Complaint
Lodge a complaint through your Account Manager or directly with Metrix Connect.
Complaints can be lodged through your Account Manager or directly to Metrix Connect and addressed to the Complaints Manager at: Metrix Connect, Att: Complaints Manager, 6 Akuna Drive, Williamstown VICTORIA 3016. Or via email at complaints@metrixconnect.com.au, or by calling Metrix Connect directly at 03 9397 8000.
24h
Acknowledgement Aim
5 days
Initial Resolution Aim
15 days
IDR Resolution Aim
AFCA
External Resolution
Complaints Process
Our complaints handling process.
Acknowledgement & Early Resolution
We will formally acknowledge your complaint within 24 hours or as soon as practical, and endeavour to resolve it within 5 days.
Step 2: Internal Dispute Review (IDR)
If unresolved within 5 days, the matter escalates to IDR. Our Complaints Manager investigates, considers remedies and negotiates a resolution — aiming to resolve within 15 business days.
Step 3: External Dispute Resolution – AFCA
If dissatisfied with the final outcome, in certain cases you may refer your complaint to the Australian Financial Complaints Authority (AFCA).
Support
Confidentiality and client vulnerability.
AFCA
External dispute resolution you should know about.
Independent & Free
AFCA is an independent external dispute resolution scheme approved by ASIC. Its services are free to you.
Member Scheme
Metrix Connect is a member of AFCA and agrees to be bound by its determination about a dispute.
Try Us First
Before AFCA can investigate, they require you to have first given Metrix Connect the opportunity to address the complaint.
Time Limits Apply
In most cases, you have two years to lodge a dispute with AFCA from the date of our final response.
What Happens Next
From acknowledgement to formal response.
Contact Details
How to reach Metrix Connect and AFCA.
- 01
Metrix Connect Complaints Manager
6 Akuna Drive, Williamstown VIC 3016 · complaints@metrixconnect.com.au · 03 9397 8000
- 02
AFCA Mail
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
- 03
AFCA Phone & Email
1800 931 678 (9:00am to 5:00pm AEST/AEDT weekdays) · info@afca.org.au
- 04
AFCA Online
Further details at afca.org.au
Frequently Asked Questions
Lodge through your Account Manager or directly to Metrix Connect’s Complaints Manager by post, email (complaints@metrixconnect.com.au) or phone (03 9397 8000).
We will formally acknowledge your complaint within 24 hours or as soon as practical, and endeavour to resolve it within 5 days where possible.
If unresolved within 5 days, the complaint escalates to IDR. The Complaints Manager investigates and aims to resolve within 15 business days, or agrees a longer timeframe if the matter is complex.
The Australian Financial Complaints Authority is an independent external dispute resolution scheme approved by ASIC. Services are free. Metrix Connect is a member and agrees to be bound by AFCA determinations.
Metrix Connect is committed to assisting with empathy, sensitivity and compassion. You may also use Translating and Interpreting Services (13 14 50) or the National Relay Service for accessibility support.
Need help with a complaint or feedback?
Contact your Account Manager or Metrix Connect’s Complaints Manager — we’re committed to resolving concerns efficiently and fairly.